Technical Support Specialist - Government

Your Role in Action

• Use SQL applications and tools to run basic SQL queries
• Respond to client questions, problems, and work requests on a daily basis
• Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
• Partner with senior level team members as needed to troubleshoot and resolve customer incidents

Policy and Procedure Skills

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis
• Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management

Expectations of the Role

• Able to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
• Able to work a 9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
• Obtain Public Trust clearance within the defined timeline provided by management
• Provide excellent customer service using the communication methods designated by Relativity
• Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
• Meet identified goals regarding customer service tech support metrics
• Commitment to and consistent demonstration of core company values

Required Skills

• Application Management
• Database Management
• Project Management
• Requirements Gathering
• Software Development
• Software Development Life Cycle (SDLC)
• Structured Query Language (SQL)
• System Implementations
• Systems Analysis
• Technical Support

Qualifications

• Customer support experience
• Client-focused and able to understand expectations
• Direct experience supporting clients as a primary contact or lead using phone and email
• SQL and Windows platform experience
• Travel 10% of the time

Pay

The expected salary range for this role is between $54,000 and $80,000. The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity.

Schedule

The working hours are Monday-Friday with a 9-hour shift ranging from 7am-7pm Central US (United States) Time.